What is Customer Effort Score?

CES

Definition

A metric measuring how easy it was for a customer to get an issue resolved.

In depth

Low effort predicts loyalty better than delight alone. EazyCXM captures CES after interactions and ties it to the account.

Support & Success

Related terms

More on Support & Success

SLA

A commitment to respond to or resolve customer issues within defined times.

Ticket

A tracked record of a customer issue or request from creation to resolution.

Helpdesk

A system for receiving, organising and resolving customer support requests.

CSAT

A measure of how satisfied customers are with a product, service or interaction.

Customer Effort Score, made practical

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